How Canva Connects AI Innovation to Customer Success

Canva has seen approximately 40 billion instances of AI usage across its platform. At that scale, the CX challenge is not simply adding more capabilities. It is making sure customers can easily discover, understand, and use them.

In this episode of The Modern Customer Podcast, Rob Giglio, Chief Customer Officer at Canva, explains why user interface innovation must keep pace with AI innovation—and how Canva is evolving the experience as its technology becomes more powerful.

Ease of use also shapes how Canva measures customer success. The company uses monthly active use as its North Star. When customers succeed with Canva, they create more, publish more, and invite others to collaborate.

“If the way you measure success is product usage, you’re going to be motivated to continue to make it easy to use the product,” he says.

AI creates value only when customers can use it successfully. For Canva, making complex things simple is both a product promise and a customer experience strategy.

Key Highlights From Our Conversation

• Why powerful AI still needs a simple customer experience
• How Canva measures customer success through product usage
• How Canva supports adoption across enterprise teams
• Why customer-facing teams need better visual communication

Tune in to hear how Canva connects AI innovation, ease of use, and customer success.

🎧 Listen to the full episode of The Modern Customer Podcast. Stream now on Apple Podcasts, Spotify or your favorite podcast platform.